齐鲁银行12345政务热线服务升级：以金融温度连接市民心声

Core Insights - Qilu Bank has demonstrated significant improvements in customer service, achieving over 5 million remote service interactions with a 94% call pickup rate and over 99% customer satisfaction by 2025 [1] Group 1: Service Innovation - The establishment of a dedicated service desk for the 12345 government hotline has enabled Qilu Bank to effectively address citizen financial inquiries, maintaining a call connection rate of over 98% [2] - The service desk acts as an information hub, collecting feedback to identify service shortcomings and inform process improvements [2] Group 2: Process Optimization - Qilu Bank has restructured its processes to enhance cross-departmental collaboration, reducing the average processing time for inter-departmental matters to under half a working day and improving overall efficiency by over 30% [4] - Continuous investment in digital transformation has led to the implementation of 70 quality inspection models, optimizing service processes and quality [4] Group 3: Data-Driven Improvements - The "Voice of the Customer" electronic journal has been launched to analyze citizen feedback, resulting in 23 issues published and 322 internal improvement suggestions, leading to 213 service process updates [5] - This data-driven approach has shifted the bank from reactive to proactive service management, allowing for early identification of potential issues [5] Group 4: Talent Development - Qilu Bank conducts regular training for service desk staff, focusing on policy interpretation, communication skills, and risk analysis to enhance their problem-solving capabilities [7] - The bank has implemented an "AI coach" training model, conducting over a thousand training sessions to rapidly improve employee skills [7] Group 5: Future Goals - Over the next three years, Qilu Bank aims to create a new online banking model that enhances customer experience, accelerates business growth, and leverages digital empowerment [7]